The people who keep you hanging for 30 minutes on bad music, then finally answer your call only to redirect you to another customer service executive and start the whole process again, have plagued consumers for years now. However, as much as we like to complain about customer service and support, the truth is that it is the key ingredient in making or breaking your business.
As any business owner knows, providing great customer support is always an evolving process with challenges all along the way. For instance, human beings have certain limitations in the sense that we cannot be presentable and polite to never-ending and repetitive queries from customers 24 hours a day. Yet, every customers experience matters, or at least it should.
So how to do continue to provide excellent customer support each time a customer gets in touch? That’s where automation comes in play.
Chatbots are available 24/7 and never get tired. They are patient, polite and always ready to listen to your customers. In short, automated customer service provides a level of reliability and assurance that cannot be matched by human beings.
Having said this your customer still remains a human being. And as human beings we crave the human touch. With Customer Service automation one often runs the risk of making the interaction too impersonal or robotic. This is where intelligent automation becomes even more important.
Chatbots can be automated to respond in a manner that is more personal, naturally human and best suited to your business. Our bot learns over time, so that it only improves with every interaction and responds more naturally to all future interactions.
So what’s the difference between our chatbots and business-as-usual? Let's look at a usual customer service interaction: A customer has a query, he/she calls a central hotline, waits for 20 minutes, gets frustrated listening to elevator music on a loop, finally gets connected to a customer service executive, explains his/her grievance to the customer service executive who finally responds with a relevant solution to resolve the grievance. This 30 minute interaction leaves your customer more frustrated than their actual grievance. Not mention, the infrastructure and human resources needed at the business end to provide this in the first place!
Now imagine the same interaction over Whatsapp. With 1 billion active users every day Whatsapp already has all your customers on one neat platform that is perfect for one on one customer interaction. So a customer messages to a central number, the chatbot, which can cater to multiple customers at the same time responds in a matter of seconds, the customer then feeds in his/her query, the chatbot then scans its database and sends a response in a matter of minutes. And in those few cases where human intervention is needed, your agent can step to resolve the matter without having to rush through the conversation.
What about on a weekday when your customers are busy and do not have the time for customer service calls? Well, that’s the beauty of Whatsapp, they can just send the message and respond to the bot at their convenience whether is it during business hours or in the middle of the night. This whole interaction is built to fit into their lives seamlessly. It is built for keeping your customers in mind while making your life so much easier.Want a chat bot? Chat with us now!
With the rise of chat applications, people are choosing chat platforms not just to socialize but also to interact with brands. This presents businesses with a sea of opportunities to interact with their current and potential customers on a platform that they are comfortable and active on.
So what are you waiting for? Your customers are on chat, be there, for them.